Corporate Environmental Leadership
of the Year 2015(Property Management)

Customer Service Center of the Year 2015
(Property Management)

“It’s a distinct honor to receive the CRE Awards for
14 consecutive years and we are pleased to be
awarded ‘Corporate Environmental Leadership of the
Year (Property Management)’ & ‘Customer Service
Center of the Year (Property Management)’ by the
APCSC. ‘Henderson Land Group Property Management
Department (Hang Yick and Well Born)’ had been
achieved numerous ‘CRE Awards’ in Customer Services
and other achievements over the years. These
achievements have fully manifested our continuous
commitment to strive for excellence in premium
property management services. It is not only served
as a proof of customer’s recognition, but also a
great encouragement to motivate us to attain even
better performance.” Henderson Land Group Property
Management Department has been upholding its
management philosophy – ‘Interactive Services for
Quality Management’ and steps forward to make
commitment to corporate social responsibility,
customer relationship and social leadership.”

Mr. Suen Kwok Lam, BBS, MH, JP, Executive Director

Henderson Land
Development Co. Ltd.

Winner of the 2015 CRE Awards:
Corporate Social Responsibility
Leadership of the Year 2015 (Insurance)

Employee Engagement Program of the Year
2015 (Insurance)

Best Customer Experience Management of
the Year 2015 (Insurance – North Asia)

Customer Satisfaction Quality System of
the Year 2015 (Insurance)

Best Use of Technology of the Year 2015
(Insurance)

Innovative Technology of the Year 2015
(Insurance)

People Development Program of the Year
2015 (Insurance – North Asia)

CRM Manager of the Year 2015 (Insurance)

Customer Service Manager of the Year
2015 (Insurance – Contact Center)

Customer Service Manager of the Year
2015 (Insurance – Technical Center)

Merit - Customer Service Professional of
the Year 2015 (Contact Center)

Merit - Customer Service Professional of
the Year 2015 (Service Center)

“It
is our great honour to receive 7 CRE awards
from APCSC this year. These awards are a
strong testament of our earnest effort in
upholding our belief that protection is our
calling. At AXA, we always put meeting our
customers’ needs as our primary focus. We
are committed to continuously develop and
enhance our range of products in order to
satisfy different and changing needs of both
individual and corporate clients. We also
believe that it is our inherent
responsibility to support the community we
operate in, hence creating a sustainable
business via constant and considerable
contribution in the dimensions of health,
environment and the community.”

Customer
Satisfaction Quality System of the Year
2015 (Logistics – North Asia)

Integrated Support of the Year 2015
(Logistics)

Customer
Service Team Leader of the Year 2015
(Logistics – Contact Center)

Merit -
Customer Service Professional of the
Year 2015 (Contact Center)

“It
is the 7th consecutive year that DHL Sinotrans won
CRE awards from AP CSC. We have been enjoyed three
decades of success in China market and external
awards is a strong evidence that DHL brand and
service excellence is widely recognized. DHL focus
strategy, our insanely customer centric culture, our
first choice philosophy and our great people make
DHL more successful on the journey from good to
great. DHL sinotrans will continue to put our focus
on customers, seek to add value for customers,
embrace the change in the future and moving forward.
This time, we have three CS people who won awards
from AP CSC, they are the best international
customer service supervisor and best international
customer service agents, we are truly proud of them
-our Superstars!”

Ms. Gwen Wang, Vice President, National
Customer Service

DHL –Sinotrans International Air Courier
Ltd.

Winner of the 2015 CRE Awards:
Corporate Social Responsibility
Leadership of the Year 2015 (Property
Management)

Corporate Employer of the Year 2015
(Property Management)

Employee Engagement Program of the Year
2015 (Property Management)

Best Use of Knowledge Management of the
Year 2015 (Property Management)

“It’s
a distinct honor to receive 4 Customer
Relationship Excellence Awards for 4
consecutive years. These achievements have
fully manifested our continuous commitment
to strive for excellence in excellent
customer services and receive social
recognition and identity. ‘Hang Lung Star
Service’ is ingrained in our culture and the
highest standards of service provision and
sincere receptivity to your needs. Last
year, the Company has established the
‘Emerald Award’ to commend colleagues who
have demonstrated outstanding performance in
service provision and to encourage the team
to scale new heights. Moving forward, we
will keep on providing extensive, innovative
and dedicated services to customers in every
aspect.”

Mr. Philip N.L. Chen, Managing Director

Hang Lung Properties Limited

Winner of the 2015 CRE Awards:
Public Service of the Year 2015 (Public Utility)

Customer Service Team Leader of the Year 2015
(Public Utilities – Contact Center)

Customer Service Professional of the Year 2015
(Public Utilities – Contact Center)

Merit - Customer Service Professional of the
Year 2015 (Contact Center)

“HK Electric is committed to providing excellent
customer services and electricity supply that is
reliable, safe, affordable and
environmental-friendly. We are honored to have won
the ‘Public Service of the Year (Public Utility)’
for eight consecutive years in the APCSC CRE Awards,
on top of five individual awards this year. With
‘Pursuit of Excellence’ being the core value that
drives our services, we are glad to see that our
efforts are well recognized by the awards which also
motivate us to make continuous improvements and
introduce new service initiatives. With a green
mindset, we will continue listening closely to the
needs of customers to serve them better with
innovative ideas and advanced technology.”

Mr. Yuen Sui-see, Director of Operations

The Hongkong Electric Co., Ltd.

Winner of the 2015 CRE Awards:
Employee Engagement Program of the Year
2015 (Logistics)

Contact Center of the Year 2015
(Logistics – Under 100 Seats)

Customer Satisfaction Quality System
of the Year 2015 (Logistics – South
Asia)

Customer Loyalty Program of the Year
2015 (Logistics)

People Development Program of the
Year 2015 (Logistics)

“Customer
is at the heart of our business at DHL. Our
customer service team is one of the key
frontline employee groups that interact and
serve our customers daily. As specialists in
this area, they play an exemplary role in
focusing the organization on our customers.
Winning these five prestigious awards
affirms our team’s commitment to providing
an excellent customer experience and the
importance we place on our employees as the
pillar of our success. In fact, we believe
in and promote an ‘insanely’ customer
centric culture where everyone is
responsible for keeping our customers happy.
All our employees are trained as
international specialists and are our living
brand ambassadors. The only way to keep up
with our customers’ growing expectations is
by regularly listening to the voice of our
customers and continuously seeking
improvement.”

Mr.
Frank-Uwe Ungerer, Senior Vice President &
Managing Director

DHL
Express Singapore

Winner of the 2015 CRE Awards:
Customer Engagement Program of the Year 2015
(Airlines)

Employee Engagement Program of the Year 2015
(Airlines)

Customer Satisfaction Quality System of the Year
2015 (Airlines)

CRM Director of the Year 2015 (Airlines)

Customer Service Manager of the Year 2015
(Airlines – Service Center)

Customer Service Team Leader of the Year 2015
(Cabin Service – Service Center)

Customer Service Professional of the Year 2015
(Cabin Service – Service Center)

Merit - Customer Service Manager of the Year
2015 (Service Center)

Merit - Customer Service Team Leader of the Year
2015 (Service Center)

Merit - Customer Service Professional of the
Year 2015 (Service Center)

“This
is the fourth consecutive year for Hong Kong
Airlines to receive the Customer Relationship
Excellence Awards. We are extremely honored to be
awarded in the Corporate category of ‘Customer
Satisfaction Quality System of the Year (Airlines)’,
‘Customer Engagement Program of the Year’ and
‘Employee Engagement Program of the Year (Airlines)’
and several individual awards. This achievement is a
recognition of the Company’s strong focus on
customer service and the pledge to engage employees
and customers. We adhere to the principle of PEOPLE
to deliver quality service to our customers. We also
believe that strengthening team spirit will be of
the utmost importance for further enhancement in
service quality. We will continue to pursue service
excellence in the future.”

Dr. Stanley Kan, Director of Service Delivery

Hong Kong Airlines

Winner of the 2015 CRE Awards:Best Customer
Experience Management of the Year 2015
(Insurance – South Asia)

Customer Service
Center of the Year 2015 (Insurance – South Asia)

People
Development Program of the Year 2015 (Insurance
– South Asia)

CRM Director of
the Year 2015 (Insurance)

“Thank
you Asia Pacific Customer Service Consortium for
presenting us with these awards. We are committed to
continue to make customer experience a business
priority at AIA Malaysia. These awards not only
inspire us to continue to innovate and push the
boundaries in delivering an optimal customer
experience, but the facilitation of
knowledge-sharing by companies has also proven to be
very useful. Once again thank you for this honour
and the opportunity to be a part of these awards.”

Mr. Troy Barnes, Chief Customer Experience Officer

AIA Bhd.

Winner of the 2015 CRE Awards:Global Support Services of the Year
2015 (Logistics)

Contact Center of the Year 2015
(Logistics – Under 300 Seats)

Customer Service Professional of the
Year 2015 (Logistics – Contact Center)

Merit - Customer Service Professional
of the Year 2015 (Contact Center)

“DHL Express Hong Kong has won
the Contact Centre of the Year (Logistics –
Under 300 Seats) and the Global Support Services
of the Year (Logistics) for sixth and fifth
consecutive year respectively. The awards are
endorsements of our ‘Insanely Customer Centric
Culture’ (ICCC) service philosophy which has
been embraced by all employees of DHL Express
Hong Kong. We are committed to developing people
through comprehensive training and development
programs to ensure that each and every employee
at our contact center is able to provide
exemplary customer service with Knowledge,
Politeness and Helpfulness (KPH). The accolades
reaffirm DHL’s commitment to being the ‘Provider
of Choice’ for its customers and as the leading
“Certified International Specialist” in the
industry.”

Winner of the 2015 CRE Awards:
Best Customer Experience Management of the Year
2015 (Telecommunications)

Customer Experience Center of the Year 2015
(Telecommunications)

Customer Satisfaction Quality System of the Year
2015 (Telecommunications – Service Center)

“Far
EasTone has adhered to the philosophy of "human
centered, customer first" in managing our customer
relations. Throughout these years, wowing the
customers with impeccable services has always been
the backbone of everything we do. With this core
value in mind, we have evolved from "servers"
attending to every detail to "consultants" providing
professional advice to our users. This is the first
time Far EasTone participated in the APCSC CRE
Award. It is our great privilege to be named the
winner of Best Customer Experience Management of the
Year, Customer Experience Center of the Year, and
Customer Satisfaction Quality System of the Year.
These huge honors are living testament to the values
our comprehensive service scheme have created for
consumers and different stakeholders. We would like
to extend our heartfelt gratitude to APCSC for
providing an excellent platform for exchange of best
practices. Far EasTone will continue to innovate
beyond ourselves to fulfill our brand commitment:
Closing the Distance!”

Ms. Yvonne Li, President

Far EasTone Telecommunications

Winner of the 2015 CRE Awards:
Corporate Social Responsibility Leadership of
the Year 2015 (Banking)

Contact Center of the Year 2015 (Banking – Under
20 Seats)

“We
are very honoured to be part of the prestigious and
internationally recognised Asia Pacific Customer
Service Consortium (APCSC) Award. Winning the
‘Contact Center of the Year (Banking – Under 20
Seats)’ award is a testament of RHB’s capabilities
as a customer centric bank that delivers simple,
fast and seamless experience to our customers. The
Bank is also delighted to be conferred the
‘Corporate Social Responsibility Leadership of the
Year (Banking)’ award, a recognition that reaffirms
RHB as a financial institution who constantly looks
at ways to nurture the future generations of where
we operate in. These awards acts as a catalyst in
providing our employees the motivation to excel
further in delivering exceptional customer service
excellence to all customers of RHB.”

Mr. Jason Wong,
Country Head

RHB Bank Berhad
Singapore

Winner of the 2015 CRE Awards:
Global Support Services of the Year 2015
(Telecommunications)

Customer Service Manager of the Year 2015
(Network Communications – Technical Center)

Customer Service Professional of the Year 2015
(Network Communications – Contact Center)

Merit - Customer Service Team Leader of the Year
2015 (Technical Center)

Merit - Customer Service Professional of the
Year 2015 (Contact Center)

“We
are honored and privileged to receive the ‘Customer
Relationship Excellence’ Awards for 5 consecutive
years. We would like to thank Asia Pacific Customer
Service Consortium for granting us the highest honor
which recognizes our continual efforts and
improvement in customer services over the years. I
should also take this opportunity to thank every
single employee of CTG for their outstanding work
and contributions to the achievement. Last but not
least, we are grateful for our customer’s support
and we will continue to provide premier services to
all our customers with a mission ‘Customer First,
Service Foremost’. This award has acted as a
catalyst and will continue to be one of our major
driving forces in providing the best customer
experience at ‘China Telecom Global’.”

Mr. Li
Qing, Vice President, Marketing

China
Telecom Global Ltd

Winner of the 2015 CRE Awards:
Customer Relationship Marketing Service of the
Year 2015 (Telecommunications)

Customer Satisfaction Quality System of the Year
2015 (Telecommunications – Contact Center)

Best Use of Technology of the Year 2015
(Telecommunications)

“Taiwan
Star Telecom Co., Ltd. (T Star) aims to
strive for customers’ best to deliver a
seamless, courteous, and proactive customer
service. We are deeply honored to have
received the Customer Relationship
Excellence Awards of Asia Pacific Customer
Service Consortium two years in succession.
It has been recognized for CRE Awards as the
best customer service of telecom industry in
Taiwan and awarded ‘Customer Satisfaction
Quality System of the Year’. T Star was also
named the winner of ‘Best Use of Technology
of the Year’ and ‘Customer Relationship
Marketing Service of the Year’, which
demonstrated success in delivering a
effortless and efficient customer experience
through tech-enabled, self-service, and
multi-channel communications. T Star will
consistently be mobiling your world with the
best cost-effective products and excellent
and professional services through the
innovative and intuitive system. Our mission
is to create a better tomorrow than today.”

Mr. Cliff Lai, President

Taiwan Star Telecom Co., Ltd.

Winner of the 2015 CRE Awards:Customer
Experience Center of the Year 2015 (Airlines)

People
Development Program of the Year 2015 (Airlines)

Merit - Best
Customer Experience Management of the Year 2015

CRM Manager of
the Year 2015 (Airlines)

Customer Service
Team Leader of the Year 2015 (Counter Service –
Service Center)

Customer Service
Team Leader of the Year 2015 (VIP Lounge –
Service Center)

Merit - Customer
Service Team Leader of the Year 2015 (Service
Center)

“I
am honored to be selected as the winner of 2015 CRM
Manager of the Year. I am very grateful to work with
a wonderful team with very devoted staff. This year,
we have five frontline staff received the Customer
Service Team Leader of the Year winners and merits
Awards. The award drives every one of us to do
better every day and we always bear in mind the
importance of delivering high quality customer
services. We, the awardee will pass the company
value, ‘PEOPLE’ and good customer services concepts
to other staff and new joiners. We strive to ensure
all travelers to enjoy a cozy, pleasant and
delightful trip once they arrive at the Hong Kong
Airport.”

Ms. Mandy Chan, General Manager

Hong Kong Aviation Ground Services Limited

Winner of the 2015 CRE Awards:
Contact Center of the Year 2015
(Telecommunications – Under 500 Seats)

People Development Program of the
Year 2015 (Telecommunications)

“These
awards show that customer service from 3
Hong Kong and Hutchison Global
Communications is well received by the
market. In line with our ‘Making Better’
philosophy, we have built a team that
focuses sharply on customer needs and
keeping up to speed with the latest trends.
In fact, we have created a digital customer
service platform in keeping with the way
customers prefer to communicate nowadays and
our ‘One team. One heart. Better Service
from 3’ slogan. We will always be seeking to
raise the bar in various areas such as
network quality and service innovation in
order to deliver an ever-improving customer
experience.”

Ms.
Jennifer Tan, Chief Operating Officer

Hutchison
Telecommunications Hong Kong Holdings Limited

Winner of the 2015 CRE Awards:
Customer Service Center of the Year 2015
(Logistics)

Customer Service Manager of the Year
2015 (Logistics – Service Center)

Customer Service Team Leader of the
Year 2015 (Logistics – Service Center)

Customer Service Professional of the
Year 2015 (Logistics – Service Center)

Merit - Customer Service Professional
of the Year 2015 (Contact Center)

“DHL
is honored that our focus on customer
service is recognized by APCSC for the 7th
consecutive year, not only as a company, but
also for 4 of our Customer Service Agents
who won the individual awards this year.
This is a strong testimony of the Insanely
Customer Centric Culture (ICCC) that we have
been building across the organization.
Consistent great service quality is the
pivotal pillar of strong customer
satisfaction. As a market leader in
international logistics, we continue to
invest in our people and empower them with
training and tools so that they can
consistently deliver their ‘best day every
day’ to our customers.”

Mr. CHEE Yaw
Chek, Managing Director

DHL Express
Taiwan

Winner of the 2015 CRE Awards:
Best Internet+ of the Year 2015 (IT Service
Innovation)

Online Customer Service of the Year 2015 (IT)

“Lenovo
Service has won the ‘Customer Relationship
Excellence Awards’ for three consecutive years.
Here, we would like to express our appreciation to
our customers and to Asia Pacific Customer Service
Consortium for this encouragement and affirmation of
the all time high quality services provided by
Lenovo Services. Recent years, Lenovo launched some
internet service products, such as Lenovo Service
Review, for the purpose of letting customers to
experience the internet style service further. This
year, we will continue to carry forward our
innovative spirit, deepen the internet service and
fulfill our mission, in order to achieve an overall
goal of providing our customers with a more
professional, and more convenient service
experience.”

Mr. Arthur Zhang, Consumer Service Delivery General
Manager

Lenovo Services

Winner of the 2015 CRE Awards:
Corporate Employer of the Year 2015 (Property
Development)

Employee Engagement Program of the Year 2015
(Property Development)

“It
is our great honour to garner the ‘Employee
Engagement Program of the Year (Property
Development)’ and ‘Corporate Employer of the Year
(Property Development)’ in 2015 International CRE
Awards, a testament to the Group’s foresight and
commitment to providing an engaging working
environment to our staff members. New World Group
strives to cultivate a caring culture by
implementing employee-caring and family caring
programmes. Believing that everyone can be an
artisan, the spirit of ‘We Create, We are Artisans’
is infused into all of the Group’s different
products and services. Every staff member shares the
spirit and becomes an artisan to build the unique
brand personality of New World Group. We shall
continuously strive to create bespoke and innovative
Human Resources initiatives for our staff members,
so that they are always here to explore the
artisanal journey with our customers.”

Dr. Adrian Cheng,
Executive Vice-chairman and Joint General Manager

New World Development
Company Limited

Winner of the 2015 CRE Awards:
Contact Center of the Year 2015 (Insurance –
Under 20 Seats)

Customer Service Professional of the Year 2015
(Insurance – Service Center)

Merit - Customer Service Professional of the
Year 2015 (Contact Center)

“We
are delighted to receive the ‘Contact Centre of the
Year – Insurance (Under 20 Seats)’ Award for the
third consecutive year, which affirms our continued
efforts to provide the highest standards of service
to our customers. We endeavour to put our customers
at the heart of everything we do and this accolade
from APCSC will inspire us to work even harder to
provide an unsurpassed experience to our customers
across all their interactions with us. I would also
like to congratulate two of our team members, Han
Chong and Yishan, for their wonderful achievements
in being honoured among the best customer service
talents in the region."

Mr. Naveed Irshad, President and CEO

Manulife Singapore

Winner of the 2015 CRE Awards:
Integrated Support of the Year 2015
(Telecommunications)

Customer Service Team Leader of the Year 2015
(Network Communications – Technical Center)

Merit - Customer Service Team Leader of the Year
2015 (Technical Center)

“China
Telecom Shanghai Network Operation and Maintenance
Center (Global Customer Service Center) is always
committed to providing the highest standard of
communication services and excellent customer
services to our customers. We are very honored to be
selected as ‘Integrated Support of the Year
(Telecommunications)’ for two consecutive years. The
award recognizes our continual efforts and
improvements in customer services over the years. In
addition, our team has received a total of four
individual awards. The achievements well demonstrate
the dedicated efforts of our frontline team in
delivering premier services. All these prestigious
accolades provide further impetus for us to work and
serve customers better. At China Telecom Shanghai
Network Operation and Maintenance Center, we will
continue to enhance our services to meet or even to
exceed our customers’ expectations.”

Mr. Shao
Yang, Director of Global Customer Service Center

China
Telecom Shanghai Network Operation and
Maintenance Center

Winner of the 2015 CRE Awards:
Customer Service Center of the Year 2015
(Insurance – North Asia)

“It
is a great honor to win the International
Customer Relationship Excellence Awards. All
my team members and me feel fully recognized
for our hard work. We appreciate all support
and trust from our customers, the event
organizer, and especially the Chairman
Jason. I’m sure the customer centric culture
and service leadership will be strongly
continued in AIA to further upgrade service
with more convenience.”

Mr.
Teh, Saw-wooi, GM

AIA
Beijing Branch

Winner of the 2015 CRE Awards:
Contact Center of the Year 2015 (Investment –
Under 50 Seats)

Customer Service Team Leader of the Year 2015
(Investment – Contact Center)

Customer Service Professional of the Year 2015
(Investment – Contact Center)

“Fidelity
has made a proactive effort to engage our
customers to continually drive changes to
achieve service excellence by embracing our
vision ‘to deliver innovate clients
solutions for a better future’. We are
delighted to be the winner of the ‘Contact
Center of the Year’ award from the Asia
Pacific Customer Service Consortium. Not
only does this award reaffirm our position
as a market leader in the financial
industry, it also reinforces our commitment
to reach even further to deliver a truly
world class customer experience.”

Winner of the 2015 CRE Awards:
High Speed Customer Service of the Year 2015
(Insurance)

“It
is a great honor for China Taiping Insurance (HK)
Company Limited ‘CTPI(HK)’ to win the High Speed
Customer Service of the Year (Insurance), which
recognizing CTPI(HK)’s determination and overcome on
the quality of customer services enhancing. CTIP(HK)
is a member of the China Taiping Insurance Group (‘TPG’),
having been rooted in Hong Kong insurance market for
more than 66 years with its prudent underwriting
philosophy, well-established creditability and
customer-orientated service. In recent years, by
promising three-day approval on clinical claims,
CTPI(HK) has improved the group medical claims
services comprehensively and received high praise
from the market and customers. Nowadays, through
optimize company operation processes from quotation,
underwriting, and claims, CTPI(HK) has enhanced its
operational efficiency in an all – round way and
provided customers and business partners more
professional and faster insurance services. In the
future, CTPI(HK) will continue improving its
customer services standards, enriching the product
categories, and establishing "the most unique and
high potential boutique insurance company.”

Mr. Dong Shengxu, Deputy General Manager

China Taiping Insurance (HK) Company Limited

Winner of the 2015 CRE Awards:

Public Service of the Year 2015 (Public Utility
– Call Center)

CEO of the Year 2015 (Public Utilities)

CRM Manager of the Year 2015 (Public Utilities)

“The
Call Center for Shenzhen Gas is truly honored to be
conferred our first APCSC Public Service of the Year
Award. We would like to take this opportunity to
thank our customers and the APCSC for their support.
This award encourages us to continue our restless
efforts to pursue perfection, innovation, and
continuous improvement in order to provide the
highest quality services. We will continue to uphold
our service goal, ‘to respect with all our hearts,
act with dedication, win with integrity, and deliver
care with empathy,’ and to constantly improve
ourselves to provide our customers with the best
possible services.”

Mr. Jiewen Wang, Vice President

Shenzhen Gas Corporation Ltd

Winner of the 2015 CRE Awards:

Customer Service
Center of the Year 2015 (Tourism)

“It
is such an honour for the HKTB to be awarded
the Customer Service Center of the Year
(Tourism) for the first time by the Asia
Pacific Customer Service Consortium. It
acknowledges not only our vision for visitor
service, but also the supreme teamwork we
all take great pride in. I would like to
credit our dedicated staff, our five
well-located visitor centres and our
concierge hotline, which supports visitor
enquiries from over 100 hotels and shopping
malls, for providing consistent, top-notch
service. This award provides extra
motivation for us to further enhance the
scope and quality of our services. For
instance, we extended our services to cover
mobile chat apps earlier this year to allow
more efficient handling of visitor
enquiries, so that we can help all visitors
enjoy a memorable stay in Hong Kong.”

“Zurich
Insurance has always placed customers at the core of
our value. We feel deeply honored in winning the
Customer Relationship Excellence Awards for Best
Customer Experience Management of the Year—a great
recognition for our dedication and excellence in
customer service. Our dedicated Propositions and
Customer Experience team ensures everything we do is
first and foremost, for our customers. A key
highlight of the team’s customer-centric efforts
includes our Transactional Net Promoter Score
(T-NPS), where we continuously and instantly collect
the Voice of Customer in order to further improve
our services. Our commitment is also evident in our
Customer Call Center, which is often the most
important touchpoint to leave a lasting impression.
And through digitalizing a number of our services,
such as managing claims through our ‘Zurich HK’
mobile app and purchasing insurance solutions
online, we cultivate a more connected and
interactive relationship with them. With this award,
we are ever-more encouraged to provide quality
customer service in Hong Kong.”

Mr. Eric Hui, Chief Executive Officer, General
Insurance Hong Kong

Zurich Insurance Company Ltd

Winner of the 2015 CRE Awards:

Best Customer
Experience Management of the Year 2015 (Property
Management)

“We
are privileged to receive the International Customer
Relationship Excellence Award under the category of
‘Best Customer Experience Management of the Year
(Property Management)’ and would like to extend our
special appreciation to APCSC for the award
presentation. For The Great Eagle Properties
Management Company, Ltd., we believe that our
strength is in our people, with each member of our
team committed to providing the best possible
service and care to our tenants. The commitments and
efforts they made in serving our tenants, is what
makes the Citibank Plaza property management team
one of the CRE award recipients. Receiving the CRE
Award is a great encouragement to our Company and
would not have been possible without the support
from our tenants, our Landlord (The Champion REIT)
and The Great Eagle Group. This award has acted as a
catalyst and will continue to be one of our major
driving forces in providing the best customer
experience at Citibank Plaza.”

Mr. Henry Leung, Director and General Manager

The Great Eagle Properties Management Company, Ltd.

Winner of the 2015 CRE Awards:CEO of the Year
2015 (Hospitality)

“I am very honored to be awarded this prestigious
accolade for the second time, and I would like to
extend my deepest gratitude to APCSC and the
esteemed judging panel for bestowing upon me this
honor again. The award is an important impetus for
McDonald’s Hong Kong to drive customer service
excellence. Over the past 41 years, we have always
been adhering to our philosophy of ‘we place
customers at the core of what we do’ and put our
customers in the driver’s seat. Our newly opened
McDonald’s Concept Restaurant in Admiralty showcases
how we demonstrate ourselves as a modern,
progressive burger company delivering a contemporary
customer experience with the never stop evolving and
innovating DNA of McDonald’s. Special thanks must go
to my talented teams of people as the award stands
to recognize their collective efforts of navigating
the innovation landscape to uplift customer
experience. Moving forward, we will continue to
devote our best efforts to provide great food, great
service, and great place to customers, being
supported by great people.”

Ms. Randy Lai, Managing Director

McDonald's Restaurants (Hong Kong) Limited

Winner of the 2015 CRE Awards:Entrepreneur CEO
of the Year 2015 (Software)

“I am delighted to receive the ‘Entrepreneur CEO of
the Year’ CRE award. I am very proud of Eptica’s
achievements of the last 15 years, building a global
reputation for the strength of our intelligent and
collaborative digital customer engagement platforms
which helps brands to respond more effectively to
their customers. By receiving this award, it means
that APCSC recognises our ability to help millions
of individuals have meaningful conversations with
businesses. At the ‘age of customer’, individuals
are increasingly demanding greater engagement with
organizations. At Eptica, our goal is to help
organisations worldwide to put customer satisfaction
at the heart of their strategy creating business
value worldwide.”

Mr. Olivier Njamfa, President & CEO

Eptica

Winner of the 2015 CRE Awards:

Customer Service
Manager of the Year 2015 (Banking – Contact
Center)

Customer Service
Team Leader of the Year 2015 (Banking – Contact
Center)

Customer Service
Professional of the Year 2015 (Banking –
Contact Center)

“This
is a significant recognition and a honour to win
this prestigious award. This reaffirms our focus on
making banking joyful for our customers by focusing
on the customer journey. I want to take this
opportunity to thank the Contact Centre team for
their dedication, hard work and absolute focus on
providing a joyful experience to our customers. Even
with external recognition such as this and also the
significant increase in compliments from our
customers, the team is completely focused on how
much more we can improve the service to our
customers. Last but not least, I would like to thank
APCSC for providing such a platform for the
recognition.”

Winner of the 2015 CRE Awards:CRM Manager of
the Year 2015 (Network Communications)

Customer Service
Manager of the Year 2015 (Network Communications
– Service Center)

“We are very pleased that two outstanding members of
our CITIC Telecom CPC family have won the ‘CRM
Manager of the Year’ and ‘Customer Service Manager
of the Year (Service Center)’ awards. We are
delighted to continue our momentum of winning
recognition from APCSC for nine consecutive years.
As a leading ICT solution partner in Asia Pacific,
‘Innovation Never Stops’ is always one of our key
value pillars to attain even higher standards in our
service level and solution offerings. With our
experienced and dedicated team of service
professionals supported by the company’s long-term
motto of service excellence and customer-oriented
strategies, we will continue to excel in the
industry as the role model of world-class service
and technology innovation.”

Ms. Christine Zee, General Manager of Customer
Services & Support

CITIC Telecom CPC

Winner of the 2015 CRE Awards:Customer Service
Manager of the Year 2015 (Insurance – Service
Center)

Customer Service
Professional of the Year 2015 (Insurance –
Contact Center)

Merit - Customer
Service Manager of the Year 2015 (Contact
Center)

“On behalf of Prudential, I offer my sincere congratulations to our
customer service executives Joni Lau Tai Wai, Winzee Liu Wing Yee and
Rachel Chung Pak Yan on winning these important awards. At Prudential,
we place the highest priority on sustaining a culture of service
excellence. For more than 50 years in Hong Kong, customers have
entrusted their most valuable financial, retirement and health matters
to our company, and we aim to respond to this trust with the highest
levels of integrity, loyalty and service. The work of Joni, Winzee and
Rachel in achieving these Customer Relationship Excellence awards sets a
great example to financial services executives across Asia, and I thank
them for their perseverance, dedication and achievement. I would also
like to thank the Asia Pacific Customer Service Consortium for its
tireless efforts in raising the benchmarks of professional customer
service in the region and in allowing us this opportunity to demonstrate
our leadership in service excellence.”

Mr. Derek Yung, CEO

Prudential Hong Kong Limited

Winner
of the
2015 CRE
Awards:

Customer Service Manager of the Year 2015
(Entertainment – Service Center)

Customer Service Team Leader of the Year 2015
(Entertainment – Service Center)

“It
is with great pleasure to win awards in the
Customer Relationship Excellence Awards
2015. We are delighted that Retail
Department has won the Customer Service
Manager and Customer Service Team Leader
(Entertainment) of the Year Awards. The
effort that Retail Department of the Hong
Kong Jockey Club has devoted to provide
excellent service to exceed customers’
expectations has been recognized. I would
like to take this opportunity to thank all
members of the Retail Department for their
great performance and tremendous support.
Moving forward, we will continue to devote
our best efforts to provide the best service
to customers in all aspects.”

Mr. Gilbert
Cheng, Head of Retail

The Hong
Kong Jockey Club

Winner of the 2015 CRE Awards:

Customer Service
Team Leader of the Year 2015 (Network
Communications – Contact Center)

Customer Service
Professional of the Year 2015 (Network
Communications – Service Center)

“It’s a distinct honor for CEC to receive the CRE
award for four consecutive years. We are proud that
two members of our family have won ‘Customer Service
Team Leader of the Year (Contact Center)’ and
‘Customer Service Professional of the Year (Service
Center)’ this year. CEC is always dedicated to
offering a comprehensive range of innovative
solutions and services to customers. To achieve
this, we strive to upgrade our offerings and
technologies, optimize our operations standards and
enhance our backend infrastructure and network
coverage. Having said that, excellent servicing team
is definitely a critical factor of our business
success. Thanks again for every staff in the
customer service team for understanding customers’
needs whole-heartedly, solving their issues
enthusiastically and enhancing service levels
innovatively. As a token of appreciation for our
supporting customers, we’ll continue to devote
ourselves to deliver best-in-class services for
meeting their business needs.”

Mr. Layton Lok, Chief Operating Officer

China Enterprise ICT Solutions Limited (CEC)

Winner of the 2015 CRE Awards:

Customer Service
Team Leader of the Year 2015 (Retail Service –
Service Center)

Customer Service
Professional of the Year 2015 (Retail Service –
Service Center)

“PolyVision is honored to have colleagues being
awarded the ‘Customer Service Team Leader of the
Year’ and the ‘Customer Service Professional of the
Year’ (Retail Service – Service Centre) in our first
participation of the 2016 Customer Relationship
Excellence Awards. These awards are a recognition
and encouragement to our professional team who are
always committed to achieving an outstanding
profession by their wholehearted dedication. Also
thank to the support and appreciation from the
general public, our five eyecare centres achieved a
benchmark of serving over 180,000 patients in the
past 10 years. PolyVision is committed to
continually providing ‘Quality Eyecare Service’,
promoting Comprehensive Eye Examination and taking
good care of your eye health.”

Prof. George Woo, Director

PolyVision

Winner of the 2015 CRE Awards:Customer Service
Team Leader of the Year 2015 (Retail Service –
Contact Center)

Customer Service
Professional of the Year 2015 (Retail Service –
Contact Center)

“It
is an honor for Watsons Water to once again be
recognized for our excellent customer service in the
Asia Pacific region, accredited with ‘Customer
Service Team Leader of the Year (Contact Center)’
and ‘Customer Service Professional of the Year
(Contact Center)’ as part of the CRE awards
organized by APCSC for the second year in a row.
Watsons Water has been established for over 110
years in Hong Kong, delivering the utmost in quality
products and services with our ‘We Care’ customer
service mission. We are proud to receive the awards
and will continue to bring excellent customer
service.”

Mr. Raymond Leung, Deputy General Manager

Carboy of Watsons Water

Winner of the 2015 CRE Awards:

Customer Service
Professional of the Year 2015 (Transportation –
Service Center)

Merit - Customer
Service Professional of the Year 2015 (Service
Center)

“Our
sincere congratulations to Chief Captain Lim Yew
Huat and Senior Bus Captain Pang Swee Yong on
winning the Customer Service Professional of the
Year (Service Center) award. The award is a
recognition of their dedication and hard work in
delivering outstanding service to our customers. We
are proud of their achievement and hope that their
win will be an inspiration to others.”

Mr. Gan Juay Kiat, CEO

SBS Transit

Winner of the 2015 CRE Awards:

Merit - Contact
Center of the Year 2015

“We
are honored to receive the CRE Award of TCL ONLINE
SERVICES, which is not only for the overseas quality
of our customer service, but also a great
encouragement to our continuous innovation and
improvement. Thanks to APCPC for providing such a
world-class customer service benchmark that
motivates us to have high standard and strict
requirements to improve our organization, systems
and resources. Observe our commitment to enhance the
service experience, beyond customer expectations. we
expect to be a benchmark for Chinese brands in
overseas service in the future.”